ShepHyken

OCTOBER 3, 2016

Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. Owing to the nature of his work, clients and other employees do not usually meet or deal with him, apart from few security officers of the company. My Comment: This week is International Customer Service Week.

Airlines 312

Airlines Customer Service Customer retention Education 312

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

ShepHyken

AUGUST 8, 2022

Wow, is meeting these expectations every time. That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

Contact Center Pipeline

AUGUST 5, 2020

a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue. What is your […].

Upselling 32

Upselling Contact Center Customer retention Sales 32

ShepHyken

DECEMBER 9, 2022

And how can you make sure that your customer journey meets or exceeds those expectations? . Customers want to be able to reach a live person when they need assistance. And, perhaps most importantly, they want to feel like they’re valued as a customer. . Reduced customer churn .

Sales 314

Sales CRM Contact Center Customer retention 314

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ShepHyken

APRIL 26, 2021

Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. How can you meet these potential consumers’ needs?

Customer Service 285

Customer Service Customer retention Self service Sales 285

C3Centricity

NOVEMBER 26, 2024

This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Banking 116

Banking Feedback Customer retention Marketing 116

TeleDirect

JANUARY 7, 2025

Beyond just being available around the clock, businesses also need to prioritize security to protect sensitive customer information and comply with industry regulations. Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

JUNE 30, 2024

CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

ShepHyken

MARCH 27, 2018

Activate – Energize the interaction with the customer to let the customer know that doing business with you is unlike any business experience they’ve had before, whether an amazing unboxing experience or a kickoff meeting. Acclimate – Hold the customer’s hand and get them used to doing business with your company.

Customer retention 216

Customer retention Accountability Feedback Sales 216

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. This article will get you thinking about how you can use it for your customers.

Customer Service 46

Customer Service Customer retention Metrics Consulting 46

ShepHyken

FEBRUARY 10, 2020

5 ways to increase customer retention in 2020 by Michael Barnard. CustomerThink) We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future. My Comment: How do you increase customer retention? I’m honored to be included.)

Customer Service 212

Customer Service B2B Customer retention B2C 212

TeleDirect

DECEMBER 25, 2024

These centers handle a variety of interactions, including: Customer inquiries Technical support Complaint resolution Appointment scheduling Order processing Whether it’s answering questions at midnight or resolving an issue on a public holiday, 24/7 call centers provide uninterrupted service to meet customer needs.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Outsource Consultants

MARCH 20, 2025

Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. Lets break down why Mexico customer retention solutions are gaining traction and how theyre quietly helping brands build lasting customer loyalty.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

ShepHyken

MAY 17, 2021

Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes. eWeek) The data points in this article can help companies gain a better understanding of how the pandemic has affected CX, and what they can do to meet and exceed customer expectations now and in the future.

Customer Service 213

Customer Service Customer retention Marketing Sales 213

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Personalizing the Customer Experience.

Chatbots 299

Chatbots Customer Experience Cloud contact Contact Center 299

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We My answer is that customer engagement is what can enhance the customer experience.

Construction 232

Construction Customer Service Feedback Customer retention 232

Cincom

JANUARY 30, 2025

These data allow businesses to tailor their communication strategy in the right direction to ensure that they are exceeding customer expectations. 1- Plots Customer Journey for Timely Engagement Understanding your customer is the foundation of any communication and retention strategy. The reason?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

Call Center 345

Call Center Contact Center Finance Consulting 345

TeleDirect

MARCH 20, 2025

18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. To help businesses achieve this, we have compiled 18 proven tips that enhance customer interactions and optimize call center performance.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

DECEMBER 14, 2018

Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To To guarantee customer retention, CX teams need to consider a security breach as a likely stop along the customer journey.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 34

Customer Service Customer retention Wait times Self service 34

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Provide localized support through region-specific customer service teams.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Zappix

DECEMBER 11, 2024

In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Fewer unresolved cases equate to lower costs over time.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

ShepHyken

JULY 31, 2018

Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. What Makes a Call Center Service Effective?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CSM Magazine

MARCH 24, 2025

Businesses are now competing to offer the quickest and most dependable services to enhance customer experience and build long-term loyalty. While meeting these heightened demands can strain resources, it also offers a unique competitive edge. For businesses, this trend brings both challenges and opportunities.

Customer Experience 52

Customer Experience Customer retention Technology Customer Service 52

ShepHyken

FEBRUARY 13, 2023

After the sale, the customer goes into a “honeymoon” period with your business. This is where the customer finds out if their expectations meet reality or exceed them, or the stage where they find out that they are not getting what they thought they paid for. Customers know the difference.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

ShepHyken

JULY 31, 2018

Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

TeleDirect

MARCH 15, 2025

Qualifying prospects for sales teams to convert into customers. Customer Retention & Follow-Ups Checking in with past customers to enhance loyalty and retention. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Master Multichannel Support (Phone, Email, Chat, Social Media) The best call outsourcing companies provide omnichannel support to meet customers where they are.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62